Strange call from BoA

[sahm2two]

I just received a rather disturbing call. Suzanne Bain called me. She has been nothing short of a huge help during this process. Tonight I saw another side.

About a week ago my Dh & I emailed The OOP for the third time. I have seen people on here post that they have emailed her and gotten packages within a few weeks after. That got under my skin and I thought "We are in week 5 and no package anywhere..." So, let's email her again. So, we did. Apparently that did not sit well with Suzanne. She was not happy when she called. I was shocked to be getting a call from BoA. She started out "Why would your husband do this?" Our intention was never to put anyone in 'hot water' it was to save our home! Just a week ago she told me 'Don't worry about calling in it is your home!'. So, I was a bit confused. She also went on to say how I can not believe what people are posting about on Loan Safe. I have been a part of forums for a few years now. I know some people who come across forums find the need to lie. I am not stupid. But, each and every thing I have mentioned to her from my best friend refinancing to people on Loan Safe....it's they are all not telling the truth or something along those lines. So, after going back & forth she puts me on hold and tells me 'My supervisor has information regarding your account" She puts me on hold for 10 minutes or so. And then comes back and tells me her supervisor wants to speak with me. So, I say okay. He gets on the phone and doesn't have the slightest idea what I want. He actually asks me what do I want? And I said Suzanne said you had to speak with me. And he said she did say she felt I was 'confused and didn't not understand this process'. Apparently, people are calling in weekly for an update and my account is being updated almost daily. So, he then tells me (drum roll please!) ... that at the end of August we were 'approved/locked in' for the modification. (Did anyone else ever tell me this? NO!) As well he told me approx. 30 days from the locking in docs will be sent (end of this month). He also told me to call her in 2 weeks for an update. I take that as a hint not to call for two weeks.

I was shocked. I could not believe the call. I, as the homeowner am made to feel like the 'bad person' for caring so much for my family that I am now known as a pain.

She also made points to tell me... they are the SERVICER and not the INVESTOR - who makes the final call on the approval/denial. I can not believe an email to the OOP has caused this much unneeded drama. Honestly, that was NOT my intention. And she did not seem to understand I haven't just waited five weeks. We have been trying to save our home for almost 2 yrs now. Not doing the modification...but everything else under the sun & she wonders why I am upset and doing all I can to save our home? give me a break! I am frustrated.

I am relieved in a way to find out those other two facts about us getting locked in & in approx. 30 days package will be sent out. But, the whole call ruined my night.

[Skipper]

Hi Sahm,

That is strange... Maybe the stress is getting to the office people also.

I am glad to hear that you may have your approval. I hope that I may be in the same boat.... Never told that I have been "approved", only that it looks good and that I should see something at the end of the month.

As always, let me (us) know what you hear!

Skipper

[ama125]

Isn't it crazy?! I feel like taking down my post about contacting OOP. I had such faith that this was the way to go, and now I'm questioning what their protocol is. Do you know if you are approved for HAMP or is this something else? I think we all know by now that the investor makes the final decision, but the bigger issue is what are they, the SERVICER, submitting for approval??? I sent an email to Fannie Mae tonight to verify information told to me by my negotiator (that the investor "runs" the NPV test). I've sent emails to this same email address before and have gotten replies (not really great answers to my questions, but they did respond). Sorry she ruined your evening. Try not to let it get to you. Maybe they've been bogged down this week because of my post over the weekend and they are all just crabby now (or maybe they've finally been told they HAVE to review people for HAMP!). Whatever the case, don't let it bother you!

[sahm2two]

Originally Posted by ama125

Isn't it crazy?! I feel like taking down my post about contacting OOP. I had such faith that this was the way to go, and now I'm questioning what their protocol is. Do you know if you are approved for HAMP or is this something else? I think we all know by now that the investor makes the final decision, but the bigger issue is what are they, the SERVICER, submitting for approval??? I sent an email to Fannie Mae tonight to verify information told to me by my negotiator (that the investor "runs" the NPV test). I've sent emails to this same email address before and have gotten replies (not really great answers to my questions, but they did respond). Sorry she ruined your evening. Try not to let it get to you. Maybe they've been bogged down this week because of my post over the weekend and they are all just crabby now (or maybe they've finally been told they HAVE to review people for HAMP!). Whatever the case, don't let it bother you!

Thank you SO much! I also felt like...not even knowing if I should post about it (am I being paranoid?!) But, I feel like they are aware of Loan Safe & am sure some of them read the posts. I believe the supervisor told me it was HAMP I was qualified for.

[sahm2two]

Originally Posted by Skipper

Hi Sahm,

That is strange... Maybe the stress is getting to the office people also.

I am glad to hear that you may have your approval. I hope that I may be in the same boat.... Never told that I have been "approved", only that it looks good and that I should see something at the end of the month.

As always, let me (us) know what you hear!

Skipper

I will! ... We all need to support one another in anyway possible!

[bcg1968]

I have through my process so far been worried,anxious,scared,paranoid,
annoyed,and at times mad.Couldn't get a hold of my assigned negotiator
for initial overview for a week in a half.I determined she must be a mean person.LOL.It finally took me emailing the woman back who had her assigned too me to tell her she wasn't responding to my messages and
low and behold the next day she called me.She was very nice and answered all my questions and said she had sent my file to managers for review.She apoligized too me and told me that on average she has over 40 messages waiting for her from overnight and sometimes over 20 calls per hour during the day.She said she just has to pick her battles and work
from the bottom of her list up.I thought about are conversation for a little while and decided I needed to just take a deep breath and try to be more patient.It's really hard though!!
Try not to let that bother you too much, your trying to save your home
just like the rest of us.I hope we all get get good news.

[Garry]

Originally Posted by sahm2two

Thank you SO much! I also felt like...not even knowing if I should post about it (am I being paranoid?!) But, I feel like they are aware of Loan Safe & am sure some of them read the posts. I believe the supervisor told me it was HAMP I was qualified for.

I can understand her being stressed, I'm sure she's being bombarded with phone calls. Everyone has a breaking point and I think we need to cut her some slack. I was a little surprised that she gave the phone to her boss to talk to you, it's almost like she wanted to tell you something good but she wanted you to hear it from a higher up so maybe you would feel more comfortable believing what you where hearing. I don't know, either way I'm glad you got some good news and things are starting to look up.

[sahm2two]

I understand that these people working are bombared with calls/voicemails/emails. And I also understand this phone call seemed to be more personal than professional. The entire time my husband kept asking me ... Why did she call me? Was there an update? It just seemed out of line. From my perspective...Someone high up advised her of the email sent in to the office. According to her my dates are off. I thought I was in week #5 and I was really according to her & the notes on our account in week 4. So she went on about that. And just picked apart the email. In the end, Suzanne is a nice person that I feel went off the deep end when she called me. Maybe you are right about someone else giving me more information. I am really not sure. If that is the case than I am thankful. Like I said to DH this morning. I am not in this to make nice and be friends with anyone...I am in this to save our home!! I need to remember that is our goal. I will follow up with her in 2 weeks as instructed to see if/when my package was sent out.

[Confused!]

Don't let anyone make you feel bad. They push us to the point of badgering them for information-if they did their jobs and called when they said they would, then you wouldn't be forced to keep pushing the issue. Bottom line is, your home is at stake. If they can't understand your frustration and the stress this is causing you, then something is wrong with them!

[sahm2two]

Originally Posted by Confused!

Don't let anyone make you feel bad. They push us to the point of badgering them for information-if they did their jobs and called when they said they would, then you wouldn't be forced to keep pushing the issue. Bottom line is, your home is at stake. If they can't understand your frustration and the stress this is causing you, then something is wrong with them!

I sit here & think about the whole phone call all over again. And, it's is me the homeowner who is being made to be the bad person. Hm....must be nice to push it off on someone else and try to make homeowners look like liars & control freaks! Whatev! I am a control freak & I'll admit it but it has done wonders for my family thus far!

Like I said I will call back in 2 weeks for an update if no fedex has come. It will be short & sweet. After I spoke with her super I called her back and got her VM and left her a message and just told her that I would follow up in 2 weeks....& that I was never confused as to what she was saying but WHY she would feel the need to call me @ 8 pm at night and just say all that was said. My husband knows me & honestly she just kept at it. And he was like 'she chewed you out!' (and that does not happen very often) I was so dumbfounded over the entire call I honestly didn't know what to say....totally unexpected!!!

[MommyBook]

What an upsetting call. Too bad that it took ruffling feathers to get additional information you been looking for.

[Melanie702]

Originally Posted by sahm2two

I sit here & think about the whole phone call all over again. And, it's is me the homeowner who is being made to be the bad person. Hm....must be nice to push it off on someone else and try to make homeowners look like liars & control freaks! Whatev! I am a control freak & I'll admit it but it has done wonders for my family thus far!

Like I said I will call back in 2 weeks for an update if no fedex has come. It will be short & sweet. After I spoke with her super I called her back and got her VM and left her a message and just told her that I would follow up in 2 weeks....& that I was never confused as to what she was saying but WHY she would feel the need to call me @ 8 pm at night and just say all that was said. My husband knows me & honestly she just kept at it. And he was like 'she chewed you out!' (and that does not happen very often) I was so dumbfounded over the entire call I honestly didn't know what to say....totally unexpected!!!

Don't worry about that call. They want to make it seem like we're being pains. It's not just you. You don't have to keep thinking about that. It's them with the problem, not YOU. If they are over-worked, the solution is to hire more people and train them properly. I don't think you should stop calling. I'd keep on calling myself. Make sure they're doing what they're supposed to be doing. That's their job! In my opinion, I think it IS a good thing we are all posting their phone numbers and names and all the information we're sharing with each other. I think it will make them open their eyes and start moving with these MODS! Let them know we're on to them. Like I told one of them on the phone yesterday, I'm busy too with my customers, but I get my job done and make sure my customers are satisfied. I'm bombarded as well with work, but I make sure I'm doing what I'm supposed to be doing and doing it right. I do not feel bad that we're posting their phone numbers, address etc on here. We have a right.

[sahm2two]

Originally Posted by Melanie702

Don't worry about that call. They want to make it seem like we're being pains. It's not just you. You don't have to keep thinking about that. It's them with the problem, not YOU. If they are over-worked, the solution is to hire more people and train them properly. I don't think you should stop calling. I'd keep on calling myself. Make sure they're doing what they're supposed to be doing. That's their job! In my opinion, I think it IS a good thing we are all posting their phone numbers and names and all the information we're sharing with each other. I think it will make them open their eyes and start moving with these MODS! Let them know we're on to them. Like I told one of them on the phone yesterday, I'm busy too with my customers, but I get my job done and make sure my customers are satisfied. I'm bombarded as well with work, but I make sure I'm doing what I'm supposed to be doing and doing it right. I do not feel bad that we're posting their phone numbers, address etc on here. We have a right.

The funny thing is....I thought about when on 9/1 my account said we were declined for the mod. Apparently 20% of their loans this happened to. I am sure there are people out there (esp that don't use this site) that just figured oh well we tried and didn't call to ask questions. Suzanne told me that it didn't matter I called as management was aware of it previously. I really don't believe that. Just as on 8/12 I called and the next day my docs 'magically' appeared on 8/13 under my online account.

[sahm2two]

Originally Posted by MommyBook

What an upsetting call. Too bad that it took ruffling feathers to get additional information you been looking for.

I know & that's exactly what I said to her....me emailing an exec got you to call me tonight right? Proof it works,

[so-cal-gal]

Originally Posted by ama125

Isn't it crazy?! I feel like taking down my post about contacting OOP. I had such faith that this was the way to go, and now I'm questioning what their protocol is. Do you know if you are approved for HAMP or is this something else? I think we all know by now that the investor makes the final decision, but the bigger issue is what are they, the SERVICER, submitting for approval??? I sent an email to Fannie Mae tonight to verify information told to me by my negotiator (that the investor "runs" the NPV test). I've sent emails to this same email address before and have gotten replies (not really great answers to my questions, but they did respond). Sorry she ruined your evening. Try not to let it get to you. Maybe they've been bogged down this week because of my post over the weekend and they are all just crabby now (or maybe they've finally been told they HAVE to review people for HAMP!). Whatever the case, don't let it bother you!

Strangely, I have been told (possibly incorrectly), that if the SERVICER is participating in the MHA program, that the NOTE-HOLDER does NOT have the say of whether a mod is offered. Even the HOPE counselor, who is aware we are working with a note-holder who claims I do not meet his 'criteria', was not alarmed whatsoever about putting a package in front of the current servicer who IS participating in MHA (OK, I'm on the CW thread because they were the jerks who did/then undid an modification contract, then note servicing transfered to Litton on same day first payment was to be made on the modification that was suddenly 'undone').

So Litton is now getting told by the HOPE negotiator to either honor the CW contract after all OR offer BETTER. Is it true that if they refuse to work with the negotiator, they get reported to HUD?

[ama125]

Originally Posted by so-cal-gal

Strangely, I have been told (possibly incorrectly), that if the SERVICER is participating in the MHA program, that the NOTE-HOLDER does NOT have the say of whether a mod is offered. Even the HOPE counselor, who is aware we are working with a note-holder who claims I do not meet his 'criteria', was not alarmed whatsoever about putting a package in front of the current servicer who IS participating in MHA (OK, I'm on the CW thread because they were the jerks who did/then undid an modification contract, then note servicing transfered to Litton on same day first payment was to be made on the modification that was suddenly 'undone').

So Litton is now getting told by the HOPE negotiator to either honor the CW contract after all OR offer BETTER. Is it true that if they refuse to work with the negotiator, they get reported to HUD?

Hey so-cal-gal! I never know anymore what to believe or who is telling the truth. I think the Magic 8 Ball gives more reliable answers than anyone at BofA or any other loan servicer for that matter! Makes me wonder if they all have one sitting on their desks, and when we call in with our questions, they just give it a good shake and there's the answer ("oh sorry, outlook not so good"). As for getting reported to HUD, I've never heard that one before.

[so-cal-gal]

Originally Posted by ama125

As for getting reported to HUD, I've never heard that one before.

Yeah, I suspected it. Maybe there is some 'numbers' report. They have to at least 'appear' to be participating.

But if the note-holder is not allowed to 'call the shots', and they still deny in my case, it makes them look bad for the program AND casts them in a bad light with the new state law they CLAIM they are complying with to 'work to keep borrowers in their homes'.

It would also not help their position in my lawsuit I suspect.

Do you think right hand will notice what is happening to THEIR left hand?